CX Manager

October 24

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Unreal Snacks

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B2C • Food & Beverage • Retail

Unreal Snacks is a company that specializes in creating chocolate snacks made with 100% real ingredients, offering treats like peanut butter cups with significantly less sugar and no artificial additives. The brand emphasizes responsible indulgence with its products being vegan and made from simple, natural ingredients, catering to health-conscious consumers seeking a healthier alternative to traditional sweets.

11 - 50 employees

Founded 2010

👥 B2C

🛒 Retail

💰 $4.7M Venture Round on 2013-11

📋 Description

• Own CX operations by managing the relationship with our partner agents (via a third-party partner), setting SLAs, monitoring quality, and ensuring consumer responses are on-brand and up to date. • Handle irregular communication needs with consumers through social, chat, or phone channels. • Build and refine processes to manage escalated tickets effectively, personally handling complex or sensitive cases with empathy, speed, and accountability. • Deliver high-impact performance by driving CSAT, improving response times, and providing a white-glove approach to escalations. • Build systems and insights by optimizing ticket tagging and attribution, refining reporting dashboards, and generating insights to inform QA, Brand, and Sales. • Partner cross-functionally with Food Safety and Quality, Brand, Sales, and Leadership to keep a strong pulse on the voice of the consumer across the organization. • Support recalls and QA by fully integrating into the recall process and ensuring clear consumer communication and actionable feedback for process improvements. • Build a roadmap for scaling CX through improved workflows, automation, and additional support as Unreal grows. • Develop and evolve our knowledge base and self-service tools by maintaining FAQs and creating proactive resources for consumers. • Define goals and objectives that strengthen consumer loyalty, focusing on satisfaction and the long-term value of CX. • Enable effective CX solutions for international markets as we expand, ensuring seamless internal integration and regional adaptability.

🎯 Requirements

• 4–6 years of experience in CX, customer service, or digital operations, with a preference for CPG or e-commerce environments. • Proven track record of managing third-party vendors or CX teams effectively. • Hands-on experience with CX systems such as Zendesk, Gorgias, or Freshdesk. • Excellent communication skills with the ability to engage directly with consumers using empathy, care, and thoughtfulness. • Familiarity with Amazon Seller Central/Messages and Shopify is a plus. • Strong analytical skills, including data tagging, dashboard development, and translating trends into actionable insights. • Skilled at problem solving under pressure, with strong attention to detail and adaptability in a high-growth environment. • Collaborative mindset with a consumer-first perspective and the ability to influence cross-functional teams. • Experience building CX processes, including escalation pathways to leadership or legal, is a plus.

🏖️ Benefits

• Competitive salary and bonus • Unlimited PTO & all federal holidays off • Health, Dental, and Vision insurance - employee premiums are 100% covered, dependent premiums covered at 60% • Health Reimbursement Account • 401(k) with company match (eligible to participate after 6 months from hire) • Up to 18 weeks Paid Parental Leave • Paid Caregiver, Medical, & Bereavement Leave • Tuition Reimbursement & Professional Development Stipend • Wellness Stipend • Monthly Home Office Stipend • Coworking Stipend for remote employees • Donation Matching Program • Paid Volunteer Days • Unlimited chocolate • Great teammates and team culture - including department & team events • Exposure to exciting opportunities at a rapidly growing brand!